Export / Import Credentials Library
Hi, We have changed the server of Servidesk plus. We need to export our credentials library and then import it into the new server. Is it possible to do this? Thank you.
Technician Auto Assign
Hello. We are interested in using the auto assign feature but only for one support group. Please can you advise if its possible to limit auto assign to one group? thanks in advance. James
Removing Technician Name after the Approval for any topic
Already technician left the company and still the ticket is assigning to the technician after the approval Need to remove this technician name from the approval list\ Thank you
I can´t make working Custom Trigger
Hello. I'm trying to make working a custom trigger. I want to save the id of the request into a mysql server when the request status change to Resolved. The script is in python (3.5.2) and this is my code, import pymysql.cursors import sys # Connect to the database connection = pymysql.connect(host='192.168.1.120', user='root', password='root', db='idsdb', cursorclass=pymysql.cursors.DictCursor)
Backup issue
HI Am having issue with the backup,Please found out the error. Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: The system cannot find the path specified at java.io.WinNTFileSystem.createFileExclusively(Native Method) at java.io.File.createNewFile(File.java:1006) at
Back-up technician
Hi, I would like to request a change in SDP backup technician. Currently, the backup technician will only get assigned requests for technician on leave if the request DUE BY DATE falls within the time the technician is on leave. So, if a technician is on leave for 2 days and the request is not due until 3 days later, the request stays in the assigned technician's queue. I would like the option to configure backup technician to get applied on the CREATED DATE of the request. So, if a technician
ServiceDesk hang on "Application Layer Started...." using Postgres
Hello, I'm working with a virtual machine in Azure Windows Server 2012 R2 64 bits. I installed Manage Engine Service Desk Plus (Enterprise edition) and latest and several versions with the same results. "Application Layer Started...." We are looking to replace our on-premise server with one in Azure. Any assistance in resolving this would be appreciated.
Test email templates
Hi! I am in the proces of translating our automatic response emails from english to dutch. Now i want to test these in action. Do i need to create a new ticket myself to test these new translation or is there an easier way?
Не запускается
Добрый день, скачал с сайта последнюю версию программы ManageEngine_ServiceDesk_Plus_64bit.exe, установка прошла успешно, при запуске весит окно запуска сервиса и больше ничего не происходит. e-mail: zverev@bmp-spb.ru
Creating a technician with special rights?
Hi support, Is it possible to create a technician account that members of group A can assign tickets to and all members of group B can see and subsequently assign themselves any tickets that technician currently has? Thanks for any replies!
Enable single sign on for techs
Hello, Can someone please point me to a guide to allow me to set our techs up for single sign on? I can see a few guides for setting up requesters but thats not what I need. I only want our techs to be able to log in via the client without having to input username and password. Thanks in advance
Use a Business Rule to select a Service Catalog template
I would like to use my Service Catalog template for Password Reset anytime an email comes in with Password Reset in the Subject or Description but Request Templates are not available as a selection in the Actions. Anyone else doing this or wanting to do something similar?
Knowledge Management - Solution - User not able to see a solution previously approved but with new version pending approval
Dears, Whenever we are updating a previously approved public solution, we realize that this solution stops being visible by the user, until it's approved again. The expected behavior should be that the user will still see the last approved version, until the new one is approved. There are several adverse impacts: - If a technician proposes changes without informing the knowledge manager, this solution will not be published to end users anymore - A knowledge manager can't have much time to assess
Purchase Order Report
Is it possible to pull a report of Approved Purchased orders based on who approved them?
Custom notification emails
Hi, Is it possible to make custom email notifications Admin > Helpdesk > Notification Rules? Our procurement specialist would like end users to be notified when the status changes on their Service request. I have a feeling that this isn't possible but I figured I'd ask anyway. Thanks.
Feedback
Hi, Is there an option to have feedback from users once a service/incident request is closed? If not can this be a feature added Thanks
Thank you ManageEngine
Hello, I just want to say thank you to all the unseen people that make up the team at ManageEngine and in particular SDP. Although there are many issues and shortcomings in SDP is is always great to have a quick response on any issue, be it a feature request or a bug that needs fixing, no matter how silly or trivial. Thank you to you all. Keep up the good work. Regards,
Default configuration for conversations
Hello to all, is it possible in SDP to configure technician replies are private by default? Thanks in advance
Get Requestor Passwords- Query Report
How do I get a list of requestors along with their passwords? I have imported the requestors from Active Directory. I would like a query report to show the details along with the passwords. Is this possible ?
Free Trial Account Validity & Data Security
Hi, I would like below queries; 1. Trial License is of 30 days, what will happen if the trial period will expire? Will be data vanished? 2. If I am using Trial License then after 30 days, couldn't I use free account with all the features I am currently availing? 3. What will happen to my data & information, I put on ServiceDesk? will it be secured? 4. Please, provide me list of limitations for free license account? 5. Will Free Trial Account available forever? If no, how can get my data? Quick response
Repeated Tickets
Hi. We have a customer that is using SDP (Standard) and when someone create a ticket then the system seems to create another repeated request just 11 minutes later after the first ticket was created. Below is the screenshot. The tickets are not assigned so I guess that there is some timer for unassigned tickets and then the system repeat the message if the ticket was not assigned in some specific time. Appreciate your comments in order to verify if this is a known situation and how to avoid it?
Self Service Portal Widget
How can I create a simple list that exists on the portal that includes after hours of support personnel? I tried creating a simple HTML file with MS Word with the info needed and pointing my widget address to it - but it shows up blank. Does it have to be http or can it point to a local directory on the server, etc?
field #email to notify #
Hi.I did not find the setting. It should automatically fill in the field #email to notify # of user information service desk plus free
Include asset in more than one group
Hi, Is it possivel include the same asset in more than one Asset Group? For example: Getting a server as example, we´d like to include this asset in the following Asset Groups: - Linux Servers - Development Servers - DMZ Servers Thanks Paulo Santos
Alias URL using HTTPS
We have a special configuration where SDP is running in HTTP ( Port 8080 ) on the server, but is accessed in HTTPS using a reverse Proxy. Everything is working very well , except the fact that $RequestLink value ( used for email notification) always shows URL's with HTTP. We have already change the Alias URL ( to remove the :8080 ) but we are not able to change HTTP into HTTPS with this value. Any workaround to fix this ? Thanks in advance, Danny
Multi-Stage Approval
Hi, We have a process where when raising a IT Service Request the business user selects a single user out of a list as the primary approver (Stage 1). We then have another team of 4 (Stage 2 Approval) who should approve. We have the "All Approvers must approve" ticked so the 1st Stage can't just approve and move on....but is there any way to change it so ANY of the Second Stage Approvers can approve it....some may not be around so requiring they all approve it seems annoying. Any ideas ? Andrew
manage engine
Hello good time. I want to take a Report of manage engine different levels spend the time that I get to solve their problem . database is mysql I want to take such a task to solve worklog reports how much time it will take at different stages
Can not get agent to install by group policy
I am following the directions given here: How to deploy agents in all Windows Machines? The agents can be deployed using any one of the following methods : Active Directory - For devices which are in domain. But my GPO is being filtered out saying that it is empty and the agent is not being installed. I have confirmed the network path and version is correct. If I copy the entire path and paste it into a run dialog it brings up the MSI. Below are screenshots of my GPO.
Any examples of customized login pages available??
Hi all, Trying to customize the SD+ login page but not having much luck. I'm no web-designer :) I'm following these instructions: The login page can be customized according to the user's needs. The html file for default layout is available in C:/ServiceDesk>>custom>>login>>default.html The user can make a copy of the 'default' file and customize it as per their requirement. The customized file should be saved as 'custom.html' in the same location as that of the default file. ie; C:/ServiceDesk>>custom>>login>>custom.html
SLA report percentage
Hi there I'm looking to run a report based on SLA's reached and breached. My Service Desk setup has 4 Priority groups P1, P2, P3, P4) and I would like to know out of all the P1 calls, how many (in percentage terms) have been completed and how many have not. As well for the other 3 priority status' mentioned. I would like to run the same report but for different time frames (such as "calls in the last month, year, week etc.) I have taken a look at the other posts on this forum and they are all grouped
ServiceDesk Plus 9231 Released
Dear Users, SDP 9231 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9231 : SDF-64374: ServiceDesk Plus is now integrated with AD Manager Plus. Administrators can reset password, create, delete, unlock, enable, disable users in AD from Request details page of ServiceDesk Plus and thus efficiently manage their Active Directory in both the Applications. This feature can be configured under Admin >> ME
Notification Rules
HI Guys im having a strange issue, not sure if its just me. When my service desk sends out resolution notifications its sends half the text at the top, then includes the users mail/signature to the mail, then add the rest of the resolution text to the bottom of the mail. can anybody perhaps shed some light on the matter? thanks
Update Sd MSP PLUS : The file may be corrupted or check for the available space
Hi, I have SD MSP PLUS 9008, and I try to update to 9200. I download the 9009 and 9200 update, but if i try to update a the 9009 versione, the updatemanager.bat program give me an error : "The file may be corrupted or check fot the available disk space". The same error appear if I try with 9200 update. The server have 25GB free. In the past I updated the server from old version to 9008 and I did'nt had any problem.
Extracting Statistical Reports from SDP
Hello Everyone, I need some help in creating meaningfull and statistical reports from ManageEngine ServiceDesk Plus - MSP 9.0 Build 9004 (Database: mssql) I need to be able to create reports for the following: 1- Response and Completion time of the ticket per Support Group and technician (monthly and another one quarterly) in % For example I want to see a table that shows each technician response and ticket along with the completion time of the ticket VS its SLA time I also want to see a summary
pictures/pics/images not sticking/dropping off
Hello All, We have had a few instances where the requester has pasted a screenshot in the SD ticket description but the picture did not stick. It appears something like in the attachment. This not only happens when we paste screenshots using snipping tool in the SD but also when replied through emails to SD. The reply gets appended and we can see the actual picture in the email but it gets appended like the attachment in the SD. Has anyone been facing the same issue? Do you know under what circumstances
Clickable link in Request form self-portal
Hi! I need to create request form on SelfPortal with clickable link to our intranet site with documents. I created new template and added link as administrator. But user can open form and couldn't click to this link :( Our version 9228 Could you help me with this case?
Auto-Assign a ticket
Hello We want to auto assign a ticket sent to a certain address to a technical. Example: User sends an email to help@TDC.com We want that to go to Robert How do we do this? Thanks
Conversation is not getting append
Hi Team, When ever requester try to update on ticket (incident) from mail client thunderbird,conversation is not getting save or append in SDP. Also if technician reply from mail client request is not getting update. Thanks Arjun
Project milestones / Tasks as service requests
We use both the Projects and Requests sections of Service desk. Is it possible to have a project Milestone or task to automatically generate a service request or at very least display project tasks in the Service Requests section?
[object Object] error when trying to create PO from Approved PR
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